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Know Your Orders

Commercial back office automation

Know Your Orders

WHAT DOES THE ACCELERATOR DO?

Know Your Orders is a virtual assistant that uses a chatbot to retrieve all the information needed from the various business systems to obtain real-time updates on the status of orders received from a customer, in order to analyse key KPIs or to request information on the customer. The Accelerator can be used to support the sales force or the back office and customer support teams, and can also be used by the customers themselves as an alternative to the classic interaction with customer support.

WHY IMPLEMENT IT?

Companies have a wealth of data and information at their disposal relating to orders, their delivery and invoicing status; however, often this information:
  • is distributed across different systems, which therefore require different sets of skills to be queried and interpreted,
  • is not always perfectly aligned and so it must be verified before being used.

HOW DOES IT WORK?

Know Your Orders relies on a BOT queryable via chat and which can be integrated with the most common platforms (e.g. Skype), where requests can be expressed in natural language (English, German, Italian). Through a Natural Language Processing engine (Microsoft Luis or API.AI), the request is interpreted and broken up into parameters to identify the required information. Requests are directed to the back end, for example an SQL database, or directly towards the corporate transactional information systems, integrated via API services. The replies are provided in real time, in a clear and effective way, maintaining the context.

HOW EFFECTIVE IS IT?

Know Your Orders is a solution that makes it possible to interact with users in a simple and effective way, via a chat, available 24 hours a day, which retrieves the requested information without the complexity of needing to interact with back end systems. Currently, Know Your Orders makes it possible to: manage 10 areas corresponding to different business processes, reply in full to more than 40 questions per area and support real-time integration with leading ERPs via an API.


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